Senior Product Manager, Global Experiences at Comcast Corporation

Job Description

Senior Product Manager, Global Experiences at Comcast Corporation

Job Description

The Connected Living team is in the midst of driving a key transformation at Comcast – to make the Xfinity app the way our 30 million+ customers interact with Xfinity. To achieve this goal, the Xfinity app must help our customers get the most out of Xfinity by delivering experiences that build trust, convey value, and translate the complexity into ease. As the Senior Product Manager, Global Experiences you will define and implement experiences and components that are shared across the entire Xfinity app to deliver an amazing app experience. Working in close partnership with dedicated engineering squads, our UX leads overseeing our design system, other product managers who deliver features in the app, and our program leads, you will be responsible for enabling:
* Customer facing ‘global’ app features that span across all functional areas of the experience including in-app customer feedback mechanisms and search
* Global experience & design standards and toolkit that will drive the best Xfinity-branded experience and leverage the best of native design patterns (including motion & haptics)
* A performant app experience at scale, with a focus on driving and maintaining latency standards across all areas of the app
* Consistent instrumentation of global business and customer experience KPI that enable us to measure our ability to deliver the best experience for customers. Key metrics include engagement data, NPS data, latency, and business metrics tied to digital adoption and reducing calls to care channels.

Core Responsibilities

• Own discovery activities in collaboration with design and engineering to determine the quarter by quarter roadmap of efforts that will drive towards our goal of best experience as measured by our visual and UI and our app performance.

• Act as product lead for two dedicated engineering infrastructure teams in prioritizing the backlog of work to deliver on these best experience goals; for best experience work responsibilities include writing user stories and acceptance criteria and working with engineering and program to successful delivery.

• Own, define, and execute the strategy around ensuring the best data on customer experience across the app. This includes both optimizing and evolving customer facing mechanisms to capture customer feedback and well as data instrumentation to measure customer experience. The key outcomes for the app are engagement, quality, satisfaction, and driving operational efficiencies in our assisted channels.

• Develop and support a playbook to enable consistent implementation and adoption of both design kit standards and global KPI instrumentation across all app feature teams

• Work collaboratively across product and design leads to understand evolving global feature needs for the app, lead discovery efforts to determine features that will deliver value for customers, develop backlog and requirements to deliver value iteratively.

Preferred Qualifications

Below is our list of preferred qualifications. We know that people with different skills and experiences can also be successful in this role. For that reason, it is not necessary that you possess all these traits. If you are missing a few, please apply anyway.

A product pro. You know how to identify customer needs, pinpoint problems to solve, and translate them to experience requirements that become user stories in a prioritized product backlog. You work cross-functionally with your design and engineering partners, providing clear direction on the ‘what’ and ‘why’ but giving them a strong voice to define the ‘how’.

Action- and execution-oriented. You aren’t afraid to ask questions in a room with many people to get to the information you need. You can navigate an array of constraints, guidelines, and business rules as you define your experience requirements… all without sacrificing what’s right for the customers. You know how to roll with the punches, find the path forward as the landscape changes, clearly communicate, and bring all impacted partners along with you.

A relationship builder. You know that relationships drive your ability to succeed. You understand the value of listening first, then talking; of giving consistently and receiving occasionally. You’ve seen how strong cross-team collaboration and partnership yields the best outcomes.

A customer-centric, data-driven strategist. You keep the customer at the center of what you do. You take time to understand the customer and market by digging into the data, user research, and actually talking to living, breathing customers. You synthesize this info to define core customer needs, problems to solve, and solutions to build. As you launch new features, you consider how to measure their impact and success and use that data to inform what you build next.

Bachelor’s Degree or equivalent business experience.

Technical expertise. Any of the following would be a huge asset for this role: experience working delivering experiences for complex and highly scalable, native mobile applications, experience in supporting the logging of engagement and other data to track experience KPIs for a customer-facing digital product.

Experience. 3-6 years of experience in Product Management in a software engineering environment; a blend of design and/or engineering experience is also a plus. We would also love to hear your explanation as to why your unique experience would make the team more successful; if you don’t quite fit the mold, apply anyway.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.

Education

Bachelor’s Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

10 Years +